Return and Refund Policy

Last updated:

1. Overview

At Phefthran, we are committed to providing high-quality florist services and ensuring customer satisfaction. This Return and Refund Policy outlines our policies regarding cancellations, returns, and refunds for our services.

2. Cancellation Policy

2.1 Service Cancellations

You may cancel your order or service request under the following conditions:

2.1.1 Bouquet Arrangements and Flower Baskets

  • More than 48 hours before delivery: Full refund minus a 10% processing fee
  • 24-48 hours before delivery: 50% refund
  • Less than 24 hours before delivery: No refund available

2.1.2 Wedding and Event Services

  • More than 30 days before event: Full refund minus a 15% processing fee
  • 14-30 days before event: 50% refund
  • Less than 14 days before event: No refund available

2.1.3 Plant Installations

  • More than 7 days before installation: Full refund minus a 10% processing fee
  • 3-7 days before installation: 50% refund
  • Less than 3 days before installation: No refund available

2.2 How to Cancel

To cancel your order or service, please contact us:

Please provide your order number and reason for cancellation.

3. Refund Policy

3.1 Eligibility for Refunds

Refunds may be issued in the following circumstances:

  • Service cancellation within the timeframes specified above
  • Damaged or defective products upon delivery
  • Incorrect items delivered (subject to verification)
  • Failure to deliver service as agreed (subject to investigation)

3.2 Non-Refundable Items

The following are not eligible for refunds:

  • Custom-made arrangements that have been prepared
  • Perishable items (fresh flowers) that have been delivered
  • Services that have been completed
  • Change of mind after delivery
  • Items damaged due to customer mishandling

3.3 Refund Process

Refunds will be processed as follows:

  • Refunds will be issued to the original payment method
  • Processing time: 5-10 business days after approval
  • You will receive email confirmation once the refund has been processed
  • Refunds may take additional time to appear in your account depending on your bank or payment provider

4. Returns

4.1 Return Policy

Due to the perishable nature of our products (fresh flowers and plants), we generally do not accept returns. However, we will work with you to resolve any issues with:

  • Damaged items upon delivery
  • Incorrect items delivered
  • Items that do not match the description or agreed specifications

4.2 Return Requirements

If a return is approved, the following conditions apply:

  • Contact us within 24 hours of delivery
  • Provide photos of the damaged or incorrect items
  • Keep the items in their original condition (if applicable)
  • We may arrange for pickup or provide instructions for return

5. Damaged or Defective Items

If you receive damaged or defective items:

  • Contact us immediately within 24 hours of delivery
  • Provide clear photos of the damage
  • We will arrange for replacement or full refund
  • We may request return of the damaged items for quality assessment

6. Service Issues

If you experience issues with our services:

  • Contact us immediately to discuss the issue
  • We will investigate and work to resolve the problem
  • Solutions may include replacement, partial refund, or service credit
  • All resolutions are subject to our discretion and assessment

7. Chargebacks

We encourage customers to contact us directly to resolve any issues before initiating a chargeback with their bank or credit card company. Chargebacks may result in additional fees and complications. We are committed to resolving all disputes fairly and promptly.

8. Consumer Rights

Nothing in this policy affects your statutory rights under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993. If you believe you are entitled to a refund or remedy under consumer law, please contact us to discuss your situation.

9. Dispute Resolution

If you are not satisfied with our resolution of a refund or return request, you may:

  • Request to speak with a manager
  • File a complaint with the New Zealand Commerce Commission
  • Seek mediation or arbitration as appropriate

10. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our services after changes become effective constitutes acceptance of the revised policy.

11. Contact Us

For questions about returns, refunds, or cancellations, please contact us:

This Return and Refund Policy is effective as of the date indicated above and applies to all orders and services provided by Phefthran.